Introducing Quick Replies
We’re thrilled to present Quick Replies, a unique feature that significantly improves customer engagement on both Facebook and Instagram Messenger. With Quick Replies, we provide predefined message suggestions that customers can effortlessly select and send. By doing so, we’re able to facilitate faster responses, leading to a more efficient engagement experience.
What’s New?
Quick Replies Setup:
- Quick Replies can now be configured within the Facebook Interactive Messenger or Instagram Interactive Messenger actions in workflows in Connectly.
- You can define up to 13 quick replies, each with a limit of 20 characters.
- Quick Replies are displayed as ready-made options on the customer’s interface, enabling them to conveniently pick and dispatch a response with just one tap.
- This feature directs the conversation, making it simpler to engage customers and maintain clear, structured communication.
Visibility and Functionality:
- Quick Replies are only visible as part of the most recent message and serve as single-tap responses.
- Once a quick reply is chosen, the customer cannot alter their selection, ensuring a streamlined interaction.
- The full range of quick reply options will be shown in the conversation, providing total transparency to the user.
- The selected response will be underscored in blue and will be shown as a received message. This way, users can clearly see the customer’s choice and the context of the discussion.
Channel-Specific Conditions:
- Facebook: Quick Replies can be added alongside buttons and images in Connectly, thus offering more opportunities for customer interactions.
- Instagram: You can either include buttons or Quick Replies in a message. Quick Replies can only be added when no attachments are included in the same message on Connectly.
How This Benefits You:
- Enhanced Engagement: Quick replies promote quicker and more efficient customer responses.
- Guided Conversations: Businesses can guide discussions in the desired direction by offering a range of relevant responses, aiding them in gathering information or moving the customer toward particular actions, such as booking, buying, or signing up.
- Clear Context: By showcasing the quick reply options and the customer’s choice, users can easily track the interaction and follow up as necessary.